by Melanie
McIntosh
Customer
Relations:
Customer Feedback
• Did you receive any customer complaints?
Were they resolved to the customer's satisfaction? Was there any follow-up
with the customer? What action did you take to prevent the problem
from recurring?
• Did you receive any customer compliments?
Did you pass the compliments on to other staff, or post the comment
for staff to read? Keep the positive energy going.
Returns
• Did you have a no hassle returns policy?
Was the procedure quick and efficient?
• Did you have separate line-ups for returns
and sales?
• Did you have adequate staff to handle returns?
Customer Needs
• Were staff trained to determine customer
needs and relay feedback to managers?
• Did they listen to why shoppers didn't buy?
• Did you have a system to determine what
customers wanted but can't find in your store?
Traffic Management
• Did you have someone near the front of
the store to explain the store layout & help customers find what
they needed quickly?
• Did you manage line-ups by offering to prepare
and wrap merchandise while the customer shopped and returned to pay
later?
• Did you offer diversions, such as candies,
brochures etc. to customers in long line-ups?
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©2001-2008 Inspire Retail Solutions. All Rights Reserved.
Melanie McIntosh is a retail consultant and owner of Inspire
Retail Solutions. She helps independent retailers who are
struggling to get more customers in the door.
Is your store appearance actually turning customers away?
Find out more here: http://www.inspire.bc.ca
Melanie's articles
and interviews have appeared in Retail
BC's Retail Connections magazine, Western
Home Furnishing Association's Western
Retailer, Intimate Apparel Business, Arabian Retailer, Teeze magazine, edplay magazine,
and LA Apartment, among
others.
